SITXCCS007 Enhance Customer Service Experiences

Question:

Assessment Task: Report (Scenario)

1. Identify a Hospitality operation for which you could be a mystery customer. Once you have identified your venue develop a checklist that you could use to evaluate all products and services including, for example, cleanliness, taste and temperature of the food, and the response of staff members to special requests or questions.

2. Once you have developed a short report containing recommendations for minor improvements to the quality of service observed, approach the management of the venue to discuss your findings. Be sure to identify both positive and negative features and or incidents.

3. If you find that they are responsive, offer to undertake an observation behind the scenes to identify possible service insufficiencies.

If you cannot undertake an observation you are to complete an observation of a second Hospitality venue and compare the two (2) operations.

4. Finally to complete this task develop a ‘Service Vision’ for on, or both, of the above organisations.  Include the service vision as a foundation of your report

Assesment Requirements

1. The analysis and strategy demonstrates a knowledge and understanding of relevant Customer Service theory.
2. Provides clear evidence or researching customer service requirements.
3. Evidence of critical thinking in preparing the mystery customer checklist, report and  Customer Service Vison
4. The report is incisive and includes a concise, relevant treatment of the issues observed and provides considered solutions or recommendations.
5. All sources are referenced consistently and comprehensively using the APA referencing system as prescribed in the subject description/outline.
6. Use of language is appropriate to academic writing, the industry context, Customer Service expectations, themes and the assessment criteria
7. The Mystery Customer Checklist and Report are succinctly and clearly written or presented in English
8. Overall presentation is professional including spell and grammar checked judicious use of headings, font size, layout etc.